Customer Success Manager

We’re looking for a Customer Success Manager to help us drive success for our Unbounce customers. You will work on engagement and retention of your portfolio while partnering with Growth, Marketing, and Product to share what you’re hearing from customers, and help influence our product and processes. In this role you will be part of the Customer Success team and report directly to the Manager, Customer Success.

** Please note that our Talent Acquisition team will not reach out to you through channels like WhatsApp or text or Messenger. All communication will be through official Unbounce email domains. Please double check the correct spelling in domains of any email communication you receive representing Unbounce.

What you’ll be doing:

• Developing a trusted adviser relationship with Unbounce customers using Zoom and email as the primary contact sources
• Consistently engaging customers in your book of business through frequent check ins and Business Reviews, focusing on feature adoption and overall engagement with the product
• Providing timely recommendations and educating Unbounce customers based on their business goals and utilization insights
• Helping identify “at-risk” accounts and developing re-engagement strategies
• Helping identify and drive customer expansion and renewals
• Identifying customer needs and collaborating with the Product team to ensure customer success with special emphasis on upgrades and renewals
• Collaborating cross-departmentally with other stakeholders to identify customers for internal projects, user research, case studies and more
• Advocating for our customers through customer stories; sharing trends and insights with internal stakeholders to guide product development
• Mastering Unbounce products and deeply understanding our customers’ use cases
• Keeping well-informed of competitive products and solutions and what makes Unbounce unique
• Represent the Unbounce customer base in interdepartmental meetings/projects

A little about you:

• 3-5 years experience in a customer facing role: in Account Management, Customer Success Manager, or Sales role
• You are fluent in both written and oral English
• Background in digital marketing, or foundational knowledge of it

• Customer Orientation: The ability and willingness to find out what the customer wants and needs and to act accordingly, taking the organization’s costs and benefits into account.
• Self-motivation: A key element of emotional intelligence, self-motivation includes our personal drive to improve and achieve, commitment to our goals, initiative, or readiness to act on opportunities, and optimism and resilience.
• Time and Resource Management: The ability to manage a high volume of deliverables and effectively prioritize and complete tasks.
• Communication: The ability to respectfully and effectively communicate ideas and information verbally and in writing to ensure that messages are understood and have the desired impact. Communication includes listening skills, giving and receiving feedback, public speaking skills, presentation skills and non-verbal communications.

Accountability: Being accountable and passing on accountability for one’s own actions and those of colleagues and the organization. Being accountable for your results against customer metrics.

• Negotiation: The ability to work towards win-win outcomes. You can understand your counterparts and how to respond to them during negotiations
• Networking: Works to build and maintain friendly, trustworthy and open internal and external relationships and networks with people who are, or might become, important stakeholders in achieving strategic-related goals.

Bonus points for: 

• Hands on experience working with Marketing Agencies
• Experience with working with a large portfolio of customers
• Experience with reporting tools and CRM best practices

What’s in it for you:

💵 $72,401-$94,037 (including variable)

🤝 Flexibility and Time Off

• Flexible Time Off Policy – We encourage a minimum of 4 weeks per year!
• Remote First Team
• Flexible Hours
• Work From Anywhere Program

🩺 Health and Wellness

• Health Insurance
• Employee Assistance Program (EAP)
• Quarterly Company Wide Recharge Days
• End of Year Company Wide Holiday Closure
• Maternity & Parental Leave Program
• $2000 Lifestyle Spending Account (LSA)
• Weekly Virtual Yoga Classes

🌱Growth & Future

• RRSP, 401(K), WWK Pension Personal Contributions
• Volunteer Day
• Team Building Budget
• Referral Program ($1000)
• Anniversary Milestone LSA Top Up
• Birthday Day Off
• Professional Development Budget